L1 Support Engineer

About the Role We are partnering with a leading public sector organisation to hire L1 Support Engineers to provide first-line application and operational support for enterprise systems. This role is ideal for candidates with experience in IT Helpdesk, Application Support, or IT Operations who enjoy troubleshooting issues, supporting end users, and ensuring smooth day-to-day system operations. You'll be working closely with technical teams and business users to manage incidents, resolve issues efficiently, and maintain high service standards in a fast-paced environment. Key Responsibilities As an L1 Support Engineer, you will: Monitor and manage support mailboxes and incoming user requests. Log, prioritise, and manage incidents and service requests through the IT Service Management (ITSM) platform. Ensure all support tickets are tracked and resolved within agreed Service Level Agreements (SLAs). Perform initial troubleshooting and incident triage before escalating complex issues to the Application Management (L2) team where necessary. Coordinate with technical teams to ensure timely resolution of incidents and service requests. Provide regular updates to end users regarding ticket status, progress, and resolution timelines. Maintain accurate support documentation, operational runbooks, and knowledge base articles. Support recurring operational, governance, compliance, and reporting activities. Contribute to continuous improvement initiatives to enhance support processes and service delivery. Requirements Essential Skills & Experience Minimum 2–3 years of experience in:IT HelpdeskApplication SupportL1/L2 Technical SupportIT Operations Experience managing incidents and service requests using ITSM processes. Ability to troubleshoot application and user-related issues effectively. Strong organisational skills with the ability to manage multiple support requests simultaneously. Good analytical and problem-solving abilities. Strong communication and customer service skills. Ability to work collaboratively with cross-functional technical and business teams. All information will be kept strictly confidential. Only shortlisted candidates will be contacted. TALENT PULSE PTE. LTD. EA License No: 25S2956